Operators want AI and Automation in network operations: Ericsson

That's just one finding in a new Ericsson report – Supercharging customer experience through AI and automation – that shows AI and Automation in operations has moved from concept to operational reality in the boardrooms of communication service providers worldwide. The report outlines how operations executives are using AI and automation to drive business outcomes and capture opportunities but also how they address challenges such as improving net promotor score (NPS) – a clear indicator of a good consumer experience – and cost efficiency. Ericsson's research shows that most communication service providers are already working on AI and automation initiatives. However they say that technology alone is not enough – new skills and ways of working are required for service providers to become more digital. These organizational changes are at least as important as the technological aspects in a successful transformation to become more digital. Peter Laurin, Senior Vice President and Head of Business Area Managed Services, Ericsson, says: "The introduction of 5G and IoT, the explosion of connected devices and the battle to stay relevant have a profound impact on the ways in which networks and IT need to be operated.